Refund policy

To ensure that our products reach you in excellent condition, we exercise proper care in product handling, product inspection and packaging. Returns due to defects rarely happen. We strongly advise you to inspect your product carefully upon receipt.

Regrettably, if a return is necessary due to any defects, please inform us within 7 days upon receipt of your product. We strive to resolve any returns amicably with you in the shortest time possible.

Unless an item is defective, all items (regular items, Sale items, Made-To-Order items, personalized items, bespoke items, pre-order items) cannot be returned, exchanged or refunded.

NOTE: All shipping (both ways) and related costs that may be incurred for this exchange will be borne by customer.

You must contact our WhatsApp immediately with:

• Order number
• Clear photos of the product
• Full unboxing video, no cuts (mandatory), show the product condition after opening

Claims without a valid unboxing video will not be processed.

If the claim is approved, we may offer a replacement of the same item (subject to stock availability). Refunds will not be provided.

All returned items must be new and unused in the same original packaging (includes tags, authenticity cards/tags, dust bags, boxes etc) used to deliver to you. Also, returned items must not be damaged, soiled or altered. If these conditions are not met, we have to respectfully decline the return.

IMPORTANT: Please do not return any parcels until you receive a confirmation from us. We will not be responsible for any lost or misplaced parcels (including shipping and other costs which may be incurred in returning the parcel to us).

FOR DAMAGED OR DEFECTIVE PRODUCTS:
Please email Customer Service at retail@boulderplanet.id indicating order number, reason for return and a description (which may include images) of the damage or defect.

Once we have verified your claim, we will inform you with regards to replacement. Cost of collection and subsequent delivery of replacement will be borne by us.

All conditions of returns MUST be met, otherwise, we have to respectfully decline your return.

ADDITIONAL NOTES:
To ensure that your parcel is returned safely to us, we recommend door-to-door delivery that offers a tracking service.

To return your product, you should mail your product to: Central Park Mall 2
Level 3A, Unit 101, Jalan Letnan Jenderal S. Parman Kavling 28, Tanjung Duren Selatan, Grogol Petamburan, Jakarta Barat, DKI Jakarta, 11470

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.